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High Street banks still failing on customer service

All the major high-street banks score below average in the latest Which? customer satisfaction ratings, yet between them they dominate the UK banking market. Santander and Halifax are in the bottom two places in the latest Which? analysis of customer satisfaction ratings of 30 financial brands, scoring 46% and 48% respectively, well below the average […]

VoC programmes gaining traction

Large companies with 'voice of the customer' (VoC) programmes have dedicated an average of three to five full time employees to them, according to a study by Temkin Group. The research report, entitled 'Prepare For Next Generation VoC Programs', showed that when fully implemented, these programmes provide highly tailored customer insights to employees across an […]

Digital customer engagement: CMOs not ready

The majority of the world's top marketing executives recognise that there are definite shifts coming in terms of customer engagement, but most feel under-prepared to manage these changes, according to a recent IBM study of more than 1,700 chief marketing officers (CMOs). In response to this need, IBM has introduced a new set of integrated […]

Older employees offer businesses benefits

Dianne Bown-Wilson, chief executive of the specialist consultancy In My Prime, said that older workers provide companies with much-needed stability. They are also more motivated. This is because this demographic, once in a particular position, tend to remain committed to it for a number of years, she added. In contrast, young employees, who are always […]

UK contact centre jobs move to South Africa

The operator said the move was part of ‘fundamental changes’ to its business strategy as it bids to become more efficient and respond to the continuing economic downturn and declining revenues. The 200 full-time jobs, which deal with O2 pay monthly customer calls, will be transferred from Capita’s Dearne Valley call centre in South Yorkshire […]

IBM all for smarter customer engagement

IBM engagement with key customers is part of the company's strategy to tap into the $20 billion market for Smarter Commerce software. IBM announced that it is helping a range of global business leaders across major industries, such as Anheuser-Busch InBev, Bank of America, ConocoPhillips, Expedia.com, Office Depot, Radio Shack and Virgin Atlantic Airways, better […]

British business bank to boost economy

The British Chambers of Commerce (BCC) has published a paper setting out the detailed case for the establishment of a state-backed British Business Bank. The BCC’s long-standing call for the creation of a business bank received a boost yesterday when both Chancellor George Osborne and Business Secretary Vince Cable announced that their departments were considering […]

Amex doing nicely on customer engagement

Consumers have ranked American Express highest in customer satisfaction among US credit card companies, according to the annual nationwide study by J.D. Power and Associates. The '2012 Credit Card Satisfaction Study' study looked at six factors to determine overall satisfaction (those being Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards programmes, Benefits and […]

Ember analyses new contact centre service

Customer management consultancy, Ember Services, has launched an innovative new service that it says will give UK contact centres access to advanced speech, text and social media analytics without the need for upfront investment in technology licenses or skills development.  Ember’s ‘Managed Analytics’ service combines best-in-class technology with expert and insightful interpretation to provide comprehensive […]